ClearAction

DECEMBER 14, 2017

All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). Indeed, CEM encompasses all of these practices, and more. Lynn Hunsaker.

Customer Care 66

Customer Care CEM Customer Experience Net Promoter Score 66

Lumoa

MARCH 20, 2018

If you want to know, how B2C CX is different from B2B CX, check: this insightful article written by Lynn Hunsaker " The big difference between B2B customer experience and B2C " in MarketingMag Brand experience Brand experience is how you design, see and want your customer experience to be. by David Cooperstein C.

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

ClearAction

DECEMBER 14, 2017

All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government). Indeed, CEM encompasses all of these practices, and more. Lynn Hunsaker.

Customer Care 59

Customer Care CEM Customer Experience Net Promoter Score 59

Beyond Philosophy

OCTOBER 14, 2014

Home Depot is the latest big brand to suffer a large-scale data breach, affecting over 56 million payment cards. Emotions evoked by the branding, the reputation, and the actions of an organization should build trust. Trust and the Customer Experience. Emotions are an important part of any customer experience.

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

delighted

JULY 19, 2019

Customer Experience is loosely defined as the overall perception of your brand in the eyes of your customer — built on the accumulated interactions they have with your business across various platforms. It’s how they feel about their entire experience with your brand, both offline and online. What is Customer Experience (CX)?

Definition 56

Definition Customer Experience Net Promoter Score Customer Journey Mapping 56

Beyond Philosophy

JULY 14, 2015

RICOH Canada had a vision: to be the most trusted brand with irresistible appeal in their market. Reserve your spot today!

Customer Relationships 146

Customer Relationships Net Promoter Score Customer Centricity Webinar 146

Beyond Philosophy

JUNE 11, 2015

Customer loyalty programs are especially popular among retailers. Over the years, retailers have found these programs to be powerful business tools within their highly competitive markets. Let’s start with the biggest retailer – Walmart. Some retailers do more than emphasize the sales and service fundamentals.

Loyalty Programs 109

Loyalty Programs Loyalty Airlines Retail 109

Beyond Philosophy

MAY 20, 2015

For several years, up through its purchase by Oracle in 2012, RightNow Technologies commissioned a study (conducted by Harris Interactive), where they stated that great customer service (which they labeled as experience) influences downstream purchasing decisions – at least in online retail.

Consumers 160

Consumers 2012 2011 2010 160

Beyond Philosophy

JUNE 11, 2015

However, like the hype around big data, enthusiasm for gamification has somewhat plateaued, and has needed to be rethought, especially regarding how it can drive more brand bonding and positive financial results. Longer-form games, though they may require more practice and skill, may generate greater loyalty for some brands.

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To make the brand or company more attractive, and have more impact on customer decision-making, there must be an emphasis on creating more perceived value and more personalization.

Financial 144

Financial White Paper Books Airlines 144

SurveySparrow

OCTOBER 25, 2019

For example, Amazon, one of the world’s leading retail and tech giant and Jeff Bezos, its CEO, are known to be insanely obsessed with customers. Research says that the decision of a customer to shop with your brand is based on how emotionally they are connected to it. Every customer wants to be treated with priority.

Customer Experience 77

Customer Experience Customer Journey Mapping Multi-Channel Net Promoter Score 77

Experience Matters

APRIL 7, 2015

1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey. 2) Make the case : Winning brands win the hearts of their customers. We’re reaping the benefits alongside the brands, enjoying year on year growth of 85%.

2015 97

2015 Multi-Channel 2014 CEM 97